Payment protectionDetails
- Revisions within the package are free.
- If you do not respond within 3 days of delivery, the work is accepted automatically.
The money is reserved when you pay and released only once you accept the work.
Example result
Process review: order-to-delivery at a custom furniture workshop
Current process map (order intake → production)
- Customer sends an inquiry via website form, phone or Instagram DM
- Owner (Dan) replies personally, often 1–3 days later
- Dan measures on site, sketches by hand, photographs the sketch
- Quote typed in a Word template, emailed as PDF
- Customer pays 50% deposit by bank transfer; Dan checks the bank app manually
- Sketch and notes handed to the shop lead on paper
- Shop lead orders wood by phone; adds job to the whiteboard
Bottlenecks and losses
| Problem | Where | Impact |
|---|---|---|
| All inquiries go through one person | Steps 1–2 | ~20% of inquiries never get a reply; slow first response |
| Paper handoff to the shop | Step 6 | 3 rework cases last quarter due to lost or misread dimensions |
| Deposit checked by hand | Step 5 | Jobs start late; once a job started without a deposit |
| Whiteboard is the only schedule | Step 7 | Delivery dates promised without seeing the load |
Improved process
- All channels lead to one shared inbox; office manager replies within 4 working hours with a booking link for measurement
- Measurements entered into a job card (shared spreadsheet or simple CRM): dimensions, wood, finish, photos
- Quote generated from a price sheet with standard options; Dan approves only non-standard items
- Office manager confirms the deposit and marks the job card "Ready for production"
- Shop lead takes jobs only from the "Ready" column; materials ordered from the card
- Delivery date given only after the job is placed on the shared schedule
Simple metrics to track
- First response time — target: under 4 working hours
- Inquiry → paid deposit conversion — current estimate 25%, target 35%
- Rework cases per month — target: 0–1
- On-time delivery — target: 90%
Step-by-step plan
- Week 1: set up a shared inbox and a job card template
- Week 2: build a price sheet with the 12 most common options
- Week 3: move the whiteboard to a shared schedule; train the shop lead
- Week 4: review the first 10 orders against the new metrics
Client: Oak & Pine Studio, a 9-person workshop making custom tables and shelving. Processes reviewed: order intake, production scheduling, delivery and installation.
The client and all details are made up.
About this service
Support queues get slow for reasons that are rarely the agents' fault: requests arrive in five channels, nobody knows who owns a ticket, simple questions get escalated and hard ones bounce between teams. We map how a request travels from the first message to a closed ticket, including tags, priorities and handoffs to sales, billing or developers. You get clear routing rules, an escalation path, a list of questions worth a saved reply or help article, and the metrics to watch.
What is included
- What you getA written review: the ticket journey with roles and channels, a table of slow spots and bounced tickets, routing and escalation rules, metrics and a change plan.
- Ticket journeyFrom first message to closed ticket
- Routing rulesWhich request goes to whom, by channel and topic
- Escalation pathWhen and how to hand over to other teams
- Repeat questionsCandidates for saved replies and help articles
- Support metricsFirst reply time, resolution time, reopen rate
How it works
- 1BriefYou describe channels, team and pain points
- 2ReviewWe follow tickets and find the bounces
- 3PlanYou get routing rules and next steps
What we need from you
Your support channels and help desk tool, team size and shifts, the most common request types, who handles escalations, rough reply times, and screenshots of the ticket view or tags.
We will ask you:
- Which channels do customers use to reach you?
- Which help desk or inbox tool do you use?
- What are your three most common request types?
- Where do tickets get stuck or bounce?
Compare packages
| Packages | BasicOne support flow$19 | StandardUp to 3 flows$39 | PremiumWhole support desk and 90-day plan$79 |
|---|---|---|---|
| Deadline | 1 day | 2 days | 4 days |
| Revisions | 1 | 2 | 3 |
| Support processes | 1 | up to 3 | up to 6 |
| Metrics to track | up to 3 | up to 6 | up to 10 |
| Improvement plan | Step by step | Step by step | 90 days, week by week |
| Order Basic | Order Standard | Order Premium |
Payment protection
You pay when you order, but the money is released only for accepted work.
- Fixed priceThe package price does not change after you pay.
- The money is reservedWhen you pay, the amount is only reserved. It is released to the service once you accept the work.
- Checked before deliveryEvery result goes through a quality check before it reaches you, and you see it on the order page before accepting it.
- Free revisionsAsk for changes within your brief as many times as the package allows.
- Acceptance after 3 daysIf within 3 days of delivery you neither accept the work nor ask for changes, it is accepted automatically. If you write in the order chat after delivery, the order waits; once we answer, we may start the 3 days again and will say so in the chat.
- Redo or a full refundIf the result does not match your brief and the revisions did not fix it, or the work takes more than twice its deadline, write in the order chat: we will redo the work or refund the payment in full.
Questions and answers
Will you set up our help desk?
No. We describe the tags, queues and rules; your team configures them in the tool.
Can I send real tickets?
Yes, paste a few examples into the brief or attach screenshots, with customer names, emails and phone numbers removed.
Do you write the saved replies too?
This review lists which ones you need. Writing them is a separate order.